AI is everywhere — but slapping tools onto broken processes isn’t transformation. It’s window dressing. The real opportunity is rethinking how we design experiences that customers actually want, and employees are empowered to deliver.

This panel brings together leaders who have seen both the hype cycle and the hard lessons of tech-led change. They’ll unpack what it really takes to make AI a value-driver for CX: modernizing journeys, protecting the human touch, and building growth engines instead of cost traps.

From deploying sentiment AI without killing empathy, to creating automation that respects cultural nuance, to upskilling teams into true CX designers, these leaders will show how to move past efficiency theater and deliver impact that lasts.

Discussion topics include:

Moving from service metrics to customer value while deploying emerging tech 

Operationalizing automation without betraying trust or personalization

Designing AI-driven experiences that adapt to cultural nuance

Building the workforce as CX innovators, not order-takers

Avoiding past mistakes: offshoring, over-automation, one-size-fits-all fixes

Crafting a customer-first (not CFO-first) AI strategy